Technical Support Engineer - Global Support Centre

Hitachi Vantara Corporation; Kraków; On-site; EUR 30,000 - 50,000; Full time

Job summary

Hitachi Vantara is seeking exceptional customer service professionals in Krakow to support enterprise-grade software and storage solutions. Applicants should possess strong technical knowledge, including enterprise storage solutions and customer service skills, to thrive in a collaborative team environment. This crucial role emphasizes continuous learning, effective communication, and technical problem-solving, making a real-world impact with data.

Benefits

Industry-leading benefits

Flexible work arrangements

Support for holistic health and wellbeing

Career advancement opportunities

Qualifications

• Ability to manage multiple issues simultaneously.
• Aptitude to learn and support new products.
• Experience with Storage Area Network is preferred.

Responsibilities

• Assist in ensuring agreed levels of service are maintained.
• Perform problem and customer situation management.
• Collaborate with internal and external customers.

Skills

Customer service

Problem solving

Technical writing

Communication

Education

Four year degree or equivalent work-related experience

Tools

Enterprise Storage Solutions

Fibre Channel Solutions

IP Networking Concepts

Cloud based Solutions

Operating systems/Hypervisors

Job description

Location: Krakow

Function: HV GCSS
Requisition ID: 1033136

Our Company

We're Hitachi Vantara, the data foundation trusted by the world's innovators. Our resilient, high-performance data infrastructure means that customers - from banks to theme parks - can focus on achieving the incredible with data.

If you've seen the Las Vegas Sphere, you've seen just one example of how we empower businesses to automate, optimize, innovate - and wow their customers. Right now, we're laying the foundation for our next wave of growth. We're looking for people who love being part of a diverse, global team - and who get excited about making a real-world impact with data.

The team

Exceptional customer service professionals to support Hitachi's Enterprise-grade software and storage solutions. You must love technology, love helping clients, and love being part of an amazing team-focused and employee-centric culture.
We will take your skills to the next level with an awesome training, a clear career path, and opportunities to work in a fast-paced, worldwide 24x7 support center providing challenging technical solutions.
The role is based in the Hitachi Vantara Office in Krakow, Poland.

Responsibilities

• Assist in ensuring agreed levels of service are maintained at all times, with exceptions escalated
• Assist Practice Leads / Line Managers with day to day team management
• Assist in the resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries
• Perform problem and customer situation management, escalate to the next level of support when necessary, communicate critical case status to management
• Collaborate with and communicate effectively with internal and external customers, peers and leaders in a high volume / high pressure environment
• Contribute to Technical Knowledge Base by documenting technical problems and solutions
• Own and track customer issues using case tracking systems
• Attend training sessions and assist in conducting training / workshops
• Participation in 24x7x365 support, with weekend and public holiday shifts, standby and / or on-call

Qualifications

• Four year degree or equivalent work-related experience
• Aptitude for providing excellent customer service including clear communication, problem solving and technical writing skills in English
• Possess good organizational skills and the ability to manage multiple issues simultaneously within a fast paced and changing environment
• Positive self-starter, able to take direction, and work within a team environment
• Aptitude to learn and support new products and systems, the candidate will have to travel regularly for training
• Experience working with Storage Area Network and/or related software product

Technical knowledge

Skills in two or more of the following areas are highly desired:

• Enterprise Storage Solutions (Hitachi, Dell, IBM)
• Fibre Channel Solutions (Brocade, Cisco)
• Network Attached Storage
• IP Networking Concepts (TCP/IP, Active Directory)
• Cloud based Solutions
• Programming Skills (Python, REST API)
• Operating systems/Hypervisors (Windows, Linux, VMware)
• Other software solutions (Veritas, MSCS, Oracle, Exchange)

Personal Skills

• Strong leadership, influencing, communication and interpersonal skills
• Self-motivated and drives issues to resolution
• Able to work under minimal supervision and as part of a global, virtualised team
• Confident and self-reliant, but able to work as a team member, demonstrating clear commitment to team objectives
• Organized and adaptable; clear thinker with a tolerance for ambiguity
• Willingness to accept responsibility and take ownership when required due to circumstances presented
• Natural problem solver
• Strong customer service orientation and ability to develop, and maintain, good working relationships at all levels

About us

We're a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

Championing diversity, equity, and inclusion

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We're also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We're always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you'll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.